System for information transfer between communication channels

ABSTRACT

Systems, computer program products, and methods are described herein for information transfer between communication channels. The present invention is configured to electronically receive, via a first communication channel associated with an entity, information associated with a transfer of resources from a user at a first time; initiate one or more machine learning algorithms at on the information associated with the transfer of resources at the first time; generate, using the one or more machine learning algorithms, a summary of the information associated with the transfer of resources; electronically receive an indication that the user wishes to transfer to a second communication channel; and initiate a communication channel transfer protocol to transmit the summary of the information associated with the transfer of resources to the second communication channel.

CROSS-REFERENCE TO RELATED APPLICATION

The present application is a continuation of co-pending U.S. patentapplication Ser. No. 16/907,345, of the same title and filed on Jun. 22,2020, which is assigned to the assignee hereof and the contents thereofare hereby expressly incorporated by reference.

FIELD OF THE INVENTION

The present invention embraces a system for information transfer betweencommunication channels.

BACKGROUND

In recent years, entities have embraced a number of new technologicalsolutions to enable consumers to communicate with them to executetransfer of resources. In this regard, entities have established anumber of communication channels such as video, real-time messaging,chatbots, artificial intelligence (AI), and/or the like to enable usersto communicate with the entities.

There is a need for a system for information transfer betweencommunication channels.

SUMMARY

The following presents a simplified summary of one or more embodimentsof the present invention, in order to provide a basic understanding ofsuch embodiments. This summary is not an extensive overview of allcontemplated embodiments, and is intended to neither identify key orcritical elements of all embodiments nor delineate the scope of any orall embodiments. Its sole purpose is to present some concepts of one ormore embodiments of the present invention in a simplified form as aprelude to the more detailed description that is presented later.

In one aspect, a system for information transfer between communicationchannels is presented. The system comprising: at least onenon-transitory storage device; and at least one processing devicecoupled to the at least one non-transitory storage device, wherein theat least one processing device is configured to: electronically receive,via a first communication channel associated with an entity, informationassociated with a transfer of resources from a user at a first time;initiate one or more machine learning algorithms at on the informationassociated with the transfer of resources at the first time; generate,using the one or more machine learning algorithms, a summary of theinformation associated with the transfer of resources; electronicallyreceive an indication that the user wishes to transfer to a secondcommunication channel; and initiate a communication channel transferprotocol, wherein the communication channel transfer protocol is furtherconfigured to: activate the second communication channel; and initiate areal-time communication hand-off from the first communication channel tothe second communication channel, wherein initiating further comprisestransmitting the summary of the information associated with the transferof resources to the second communication channel.

In some embodiments, the at least one processing device is furtherconfigured to: electronically receive, via the first communicationchannel, the information associated with the transfer of resources; andgenerate a transcript of the information associated with the transfer ofresources.

In some embodiments, the at least one processing device is furtherconfigured to: electronically receive, via the first communicationchannel, the information associated with the transfer of resources in aspeech format; initiate one or more speech recognition algorithms on theinformation associated with the transfer of resources; and generate,using the one or more speech recognition algorithms, the transcript ofthe information associated with the transfer of resources from thespeech format.

In some embodiments, the at least one processing device is furtherconfigured to generate the summary of the information associated withthe transfer of resources in real-time, wherein generating furthercomprises: parsing the information for one or more keyphrases, whereinthe one or more keyphrases are compatible with one or more extractionalgorithms; determine one or more features associated with the one ormore keyphrases, wherein the one or more features comprises at least alength of the one or more keyphrases, a frequency of occurrence of theone or more keyphrases, and a number of characters in the one or morekeyphrases; and concatenate the one or more keyphrases based on at leastthe one or more features to generate the summary of the information.

In some embodiments, the at least one processing device is furtherconfigured to generate the summary of the information associated withthe transfer of resources in real-time, wherein generating furthercomprises: retrieving, from an information repository associated withthe user, transcripts of information associated with past transfer ofresources; assign a positive label to one or more keyphrases in each ofthe transcripts; determine the one or more features associated with theone or more keyphrases; and generate a training dataset with the one ormore features and the positive labels;

In some embodiments, the at least one processing device is furtherconfigured to: initiate a training of the one or more machine learningalgorithms with the training dataset; and determine a function based onat least training the one or more machine learning algorithms with thetraining dataset.

In some embodiments, the at least one processing device is furtherconfigured to: initiate an implementation of the function on thetranscript of the information associated with the transfer of resources;determine the one or more keyphrases based on at least theimplementation of the function on the transcript of the information; andgenerate the summary of the transcript of the information using the oneor more keyphrases, wherein generating further comprises paraphrasingthe keyphrases.

In some embodiments, the at least one processing device is furtherconfigured to: electronically receive an indication that the user hasinitiated a communication via the first communication channel to executethe transfer of resources, wherein the information associated with thetransfer of resources is associated with the transfer of resources;determine that the first communication channel is unable to execute thetransfer of resources; determine that the second communication channelis capable of executing the transfer of resources; initiate acommunication channel transfer protocol, wherein initiating furthercomprises initiating a real-time communication hand-off from the firstcommunication channel to the second communication channel based on atleast determining that the second communication channel is capable ofexecuting the transfer of resources; and transmit the summary of theinformation associated with the transfer of resources to the secondcommunication channel.

In some embodiments, the at least one processing device is furtherconfigured to: electronically retrieve information associated with oneor more pending transfer of resources previously initiated by the userwith the entity that have not been executed; determine that theinformation associated with the transfer of resources is associated withat least one of the one or more pending transfer of resources previouslyinitiated by the user; retrieve, from a knowledge repository, one ormore resolutions previously used to execute one or more transfer ofresources similar to the one or more pending transfer of resources;apply at least one of the one or more resolutions to execute thetransfer of resources.

In some embodiments, the communication channel transfer protocol isfurther configured to: activate the second communication channel; andinitiate a real-time communication hand-off from the first communicationchannel to the second communication channel, wherein initiating furthercomprises transmitting the summary of the information associated withthe transfer of resources to the second communication channel.

In another aspect, a computer program product for information transferbetween communication channels is presented. The computer programproduct comprising a non-transitory computer-readable medium comprisingcode causing a first apparatus to: electronically receive, via a firstcommunication channel associated with an entity, information associatedwith a transfer of resources from a user at a first time; initiate oneor more machine learning algorithms at on the information associatedwith the transfer of resources at the first time; generate, using theone or more machine learning algorithms, a summary of the informationassociated with the transfer of resources; electronically receive anindication that the user wishes to transfer to a second communicationchannel; and initiate a communication channel transfer protocol totransmit the summary of the information associated with the transfer ofresources to the second communication channel.

In yet another aspect, a method for information transfer betweencommunication channels is presented. The method comprising:electronically receiving, via a first communication channel associatedwith an entity, information associated with a transfer of resources froma user at a first time; initiating one or more machine learningalgorithms at on the information associated with the transfer ofresources at the first time; generating, using the one or more machinelearning algorithms, a summary of the information associated with thetransfer of resources; electronically receiving an indication that theuser wishes to transfer to a second communication channel; andinitiating a communication channel transfer protocol to transmit thesummary of the information associated with the transfer of resources tothe second communication channel.

The features, functions, and advantages that have been discussed may beachieved independently in various embodiments of the present inventionor may be combined with yet other embodiments, further details of whichcan be seen with reference to the following description and drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

Having thus described embodiments of the invention in general terms,reference will now be made the accompanying drawings, wherein:

FIG. 1 presents an exemplary block diagram of the system environment forinformation transfer between communication channels, in accordance withan embodiment of the invention;

FIG. 2 illustrates a process flow for information transfer betweencommunication channels, in accordance with an embodiment of theinvention; and

FIG. 3 illustrates a process flow for implementing a communicationchannel transfer protocol, in accordance with an embodiment of theinvention

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Embodiments of the present invention will now be described more fullyhereinafter with reference to the accompanying drawings, in which some,but not all, embodiments of the invention are shown. Indeed, theinvention may be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein; rather, theseembodiments are provided so that this disclosure will satisfy applicablelegal requirements. Where possible, any terms expressed in the singularform herein are meant to also include the plural form and vice versa,unless explicitly stated otherwise. Also, as used herein, the term “a”and/or “an” shall mean “one or more,” even though the phrase “one ormore” is also used herein. Furthermore, when it is said herein thatsomething is “based on” something else, it may be based on one or moreother things as well. In other words, unless expressly indicatedotherwise, as used herein “based on” means “based at least in part on”or “based at least partially on.” Like numbers refer to like elementsthroughout.

As used herein, an “entity” may be any institution employing informationtechnology resources and particularly technology infrastructureconfigured for processing large amounts of data. Typically, these datacan be related to the people who work for the organization, its productsor services, the customers or any other aspect of the operations of theorganization. As such, the entity may be any institution, group,association, financial institution, establishment, company, union,authority or the like, employing information technology resources forprocessing large amounts of data.

As described herein, a “user” may be an individual associated with anentity. As such, in some embodiments, the user may be an individualhaving past relationships, current relationships or potential futurerelationships with an entity. In some embodiments, a “user” may be anemployee (e.g., an associate, a project manager, an IT specialist, amanager, an administrator, an internal operations analyst, or the like)of the entity or enterprises affiliated with the entity, capable ofoperating the systems described herein. In some embodiments, a “user”may be any individual, entity or system who has a relationship with theentity, such as a customer or a prospective customer. In otherembodiments, a user may be a system performing one or more tasksdescribed herein.

As used herein, a “user interface” may be any device or software thatallows a user to input information, such as commands or data, into adevice, or that allows the device to output information to the user. Forexample, the user interface includes a graphical user interface (GUI) oran interface to input computer-executable instructions that direct aprocessing device to carry out specific functions. The user interfacetypically employs certain input and output devices to input datareceived from a user second user or output data to a user. These inputand output devices may include a display, mouse, keyboard, button,touchpad, touch screen, microphone, speaker, LED, light, joystick,switch, buzzer, bell, and/or other user input/output device forcommunicating with one or more users.

As used herein, an “engine” may refer to core elements of a computerprogram, or part of a computer program that serves as a foundation for alarger piece of software and drives the functionality of the software.An engine may be self-contained, but externally-controllable code thatencapsulates powerful logic designed to perform or execute a specifictype of function. In one aspect, an engine may be underlying source codethat establishes file hierarchy, input and output methods, and how aspecific part of a computer program interacts or communicates with othersoftware and/or hardware. The specific components of an engine may varybased on the needs of the specific computer program as part of thelarger piece of software. In some embodiments, an engine may beconfigured to retrieve resources created in other computer programs,which may then be ported into the engine for use during specificoperational aspects of the engine. An engine may be configurable to beimplemented within any general purpose computing system. In doing so,the engine may be configured to execute source code embedded therein tocontrol specific features of the general purpose computing system toexecute specific computing operations, thereby transforming the generalpurpose system into a specific purpose computing system.

As used herein, a “resource” may generally refer to objects, products,devices, goods, commodities, services, and the like, and/or the abilityand opportunity to access and use the same. Some example implementationsherein contemplate property held by a user, including property that isstored and/or maintained by a third-party entity. In some exampleimplementations, a resource may be associated with one or more accountsor may be property that is not associated with a specific account.Examples of resources associated with accounts may be accounts that havecash or cash equivalents, commodities, and/or accounts that are fundedwith or contain property, such as safety deposit boxes containingjewelry, art or other valuables, a trust account that is funded withproperty, or the like.

As used herein, a “resource transfer” of “transfer of resources” mayrefer to any transaction, activities or communication between one ormore entities, or between the user and the one or more entities. Aresource transfer may refer to any distribution of resources such as,but not limited to, a payment, processing of funds, purchase of goods orservices, a return of goods or services, a payment transaction, a credittransaction, or other interactions involving a user's resource oraccount. In the context of an entity such as a financial institution, aresource transfer may refer to one or more of: a sale of goods and/orservices, initiating an automated teller machine (ATM) or online bankingsession, an account balance inquiry, a rewards transfer, an accountmoney transfer or withdrawal, opening a bank application on a user'scomputer or mobile device, a user accessing their e-wallet, or any otherinteraction involving the user and/or the user's device that invokes oris detectable by the financial institution. In some embodiments, theuser may authorize a resource transfer using at least a paymentinstrument (credit cards, debit cards, checks, digital wallets,currency, loyalty points), and/or payment credentials (account numbers,payment instrument identifiers). A resource transfer may include one ormore of the following: renting, selling, and/or leasing goods and/orservices (e.g., groceries, stamps, tickets, DVDs, vending machine items,and the like); making payments to creditors (e.g., paying monthly bills;paying federal, state, and/or local taxes; and the like); sendingremittances; loading money onto stored value cards (SVCs) and/or prepaidcards; donating to charities; and/or the like. Unless specificallylimited by the context, a “resource transfer” a “transaction”,“transaction event” or “point of transaction event” may refer to anyactivity between a user, a merchant, an entity, or any combinationthereof. In some embodiments, a resource transfer or transaction mayrefer to financial transactions involving direct or indirect movement offunds through traditional paper transaction processing systems (i.e.paper check processing) or through electronic transaction processingsystems. In this regard, resource transfers or transactions may refer tothe user initiating a purchase for a product, service, or the like froma merchant. Typical financial transactions include point of sale (POS)transactions, automated teller machine (ATM) transactions,person-to-person (P2P) transfers, internet transactions, onlineshopping, electronic funds transfers between accounts, transactions witha financial institution teller, personal checks, conducting purchasesusing loyalty/rewards points etc. When discussing that resourcetransfers or transactions are evaluated it could mean that thetransaction has already occurred, is in the process of occurring orbeing processed, or it has yet to be processed/posted by one or morefinancial institutions. In some embodiments, a resource transfer ortransaction may refer to non-financial activities of the user. In thisregard, the transaction may be a customer account event, such as but notlimited to the customer changing a password, ordering new checks, addingnew accounts, opening new accounts, adding or modifying accountparameters/restrictions, modifying a payee list associated with one ormore accounts, setting up automatic payments, performing/modifyingauthentication procedures and/or credentials, and the like.

As used herein, “authentication credentials” may be any information thatcan be used to identify of a user. For example, a system may prompt auser to enter authentication information such as a username, a password,a personal identification number (PIN), a passcode, biometricinformation (e.g., voice authentication, a fingerprint, and/or a retinascan), an answer to a security question, a unique intrinsic useractivity, such as making a predefined motion with a user device. Thisauthentication information may be used to authenticate the identity ofthe user (e.g., determine that the authentication information isassociated with the account) and determine that the user has authorityto access an account or system. In some embodiments, the system may beowned or operated by an entity. In such embodiments, the entity mayemploy additional computer systems, such as authentication servers, tovalidate and certify resources inputted by the plurality of users withinthe system. The system may further use its authentication servers tocertify the identity of users of the system, such that other users mayverify the identity of the certified users. In some embodiments, theentity may certify the identity of the users. Furthermore,authentication information or permission may be assigned to or requiredfrom a user, application, computing node, computing cluster, or the liketo access stored data within at least a portion of the system.

As used herein, an “interaction” may refer to any communication betweenone or more users, one or more entities or institutions, and/or one ormore devices, nodes, clusters, or systems within the system environmentdescribed herein. For example, an interaction may refer to a transfer ofdata between devices, an accessing of stored data by one or more nodesof a computing cluster, a transmission of a requested task, or the like.

As used herein, a “communication channel” may refer to either to aphysical transmission medium such as a wire, or to a logical connectionover a multiplexed medium such as a radio channel in telecommunicationsand computer networking. Such a communication channel is used to conveyan information signal, for example a digital bit stream, from one orseveral senders (or transmitters) to one or several receivers.Typically, a communication channel has a certain capacity fortransmitting information, often measured by its bandwidth in Hz or itsdata rate in bits per second. In some embodiments, each communicationchannel may have a dedicated representative capable of executingtransfer of resources received via the communication channel. Thededicated representative may be an employee of the resource distributionentity, an automated artificial intelligence (AI) system, an automatedtelephony system, and/or the like. For purposes of the invention,“communication channel” may refer to either the medium of transmission,the dedicated representative associated with the channel, or both.

FIG. 1 presents an exemplary block diagram of the system environment forinformation transfer between communication channels 100, in accordancewith an embodiment of the invention. FIG. 1 provides a unique systemthat includes specialized servers and system communicably linked acrossa distributive network of nodes required to perform the functions of theprocess flows described herein in accordance with embodiments of thepresent invention.

As illustrated, the system environment 100 includes a network 110, asystem 130, and a user input system 140. Also shown in FIG. 1 is a userof the user input system 140. The user input system 140 may be a mobiledevice or other non-mobile computing device. The user may be a personwho uses the user input system 140 to execute resource transfers usingone or more applications stored thereon. The one or more applicationsmay be configured to communicate with the system 130, execute atransaction, input information onto a user interface presented on theuser input system 140, or the like. The applications stored on the userinput system 140 and the system 130 may incorporate one or more parts ofany process flow described herein.

As shown in FIG. 1, the system 130, and the user input system 140 areeach operatively and selectively connected to the network 110, which mayinclude one or more separate networks. In addition, the network 110 mayinclude a telecommunication network, local area network (LAN), a widearea network (WAN), and/or a global area network (GAN), such as theInternet. It will also be understood that the network 110 may be secureand/or unsecure and may also include wireless and/or wired and/oroptical interconnection technology.

In some embodiments, the system 130 and the user input system 140 may beused to implement the processes described herein, including themobile-side and server-side processes for installing a computer programfrom a mobile device to a computer, in accordance with an embodiment ofthe present invention. The system 130 is intended to represent variousforms of digital computers, such as laptops, desktops, workstations,personal digital assistants, servers, blade servers, mainframes, andother appropriate computers. The user input system 140 is intended torepresent various forms of mobile devices, such as personal digitalassistants, cellular telephones, smartphones, and other similarcomputing devices. The components shown here, their connections andrelationships, and their functions, are meant to be exemplary only, andare not meant to limit implementations of the inventions describedand/or claimed in this document.

In accordance with some embodiments, the system 130 may include aprocessor 102, memory 104, a storage device 106, a high-speed interface108 connecting to memory 104, and a low-speed interface 112 connectingto low speed bus 114 and storage device 106. Each of the components 102,104, 106, 108, 111, and 112 are interconnected using various buses, andmay be mounted on a common motherboard or in other manners asappropriate. The processor 102 can process instructions for executionwithin the system 130, including instructions stored in the memory 104or on the storage device 106 to display graphical information for a GUIon an external input/output device, such as display 116 coupled to ahigh-speed interface 108. In other implementations, multiple processorsand/or multiple buses may be used, as appropriate, along with multiplememories and types of memory. Also, multiple systems, same or similar tosystem 130 may be connected, with each system providing portions of thenecessary operations (e.g., as a server bank, a group of blade servers,or a multi-processor system). In some embodiments, the system 130 may bea server managed by the business. The system 130 may be located at thefacility associated with the business or remotely from the facilityassociated with the business.

The memory 104 stores information within the system 130. In oneimplementation, the memory 104 is a volatile memory unit or units, suchas volatile random access memory (RAM) having a cache area for thetemporary storage of information. In another implementation, the memory104 is a non-volatile memory unit or units. The memory 104 may also beanother form of computer-readable medium, such as a magnetic or opticaldisk, which may be embedded and/or may be removable. The non-volatilememory may additionally or alternatively include an EEPROM, flashmemory, and/or the like. The memory 104 may store any one or more ofpieces of information and data used by the system in which it resides toimplement the functions of that system. In this regard, the system maydynamically utilize the volatile memory over the non-volatile memory bystoring multiple pieces of information in the volatile memory, therebyreducing the load on the system and increasing the processing speed.

The storage device 106 is capable of providing mass storage for thesystem 130. In one aspect, the storage device 106 may be or contain acomputer-readable medium, such as a floppy disk device, a hard diskdevice, an optical disk device, or a tape device, a flash memory orother similar solid state memory device, or an array of devices,including devices in a storage area network or other configurations. Acomputer program product can be tangibly embodied in an informationcarrier. The computer program product may also contain instructionsthat, when executed, perform one or more methods, such as thosedescribed above. The information carrier may be a non-transitorycomputer- or machine-readable storage medium, such as the memory 104,the storage device 104, or memory on processor 102.

In some embodiments, the system 130 may be configured to access, via the110, a number of other computing devices (not shown). In this regard,the system 130 may be configured to access one or more storage devicesand/or one or more memory devices associated with each of the othercomputing devices. In this way, the system 130 may implement dynamicallocation and de-allocation of local memory resources among multiplecomputing devices in a parallel or distributed system. Given a group ofcomputing devices and a collection of interconnected local memorydevices, the fragmentation of memory resources is rendered irrelevant byconfiguring the system 130 to dynamically allocate memory based onavailability of memory either locally, or in any of the other computingdevices accessible via the network. In effect, it appears as though thememory is being allocated from a central pool of memory, even though thespace is distributed throughout the system. This method of dynamicallyallocating memory provides increased flexibility when the data sizechanges during the lifetime of an application, and allows memory reusefor better utilization of the memory resources when the data sizes arelarge.

The high-speed interface 108 manages bandwidth-intensive operations forthe system 130, while the low speed controller 112 manages lowerbandwidth-intensive operations. Such allocation of functions isexemplary only. In some embodiments, the high-speed interface 108 iscoupled to memory 104, display 116 (e.g., through a graphics processoror accelerator), and to high-speed expansion ports 111, which may acceptvarious expansion cards (not shown). In such an implementation,low-speed controller 112 is coupled to storage device 106 and low-speedexpansion port 114. The low-speed expansion port 114, which may includevarious communication ports (e.g., USB, Bluetooth, Ethernet, wirelessEthernet), may be coupled to one or more input/output devices, such as akeyboard, a pointing device, a scanner, or a networking device such as aswitch or router, e.g., through a network adapter.

The system 130 may be implemented in a number of different forms, asshown in FIG. 1. For example, it may be implemented as a standardserver, or multiple times in a group of such servers. Additionally, thesystem 130 may also be implemented as part of a rack server system or apersonal computer such as a laptop computer. Alternatively, componentsfrom system 130 may be combined with one or more other same or similarsystems and an entire system 140 may be made up of multiple computingdevices communicating with each other.

FIG. 1 also illustrates a user input system 140, in accordance with anembodiment of the invention. The user input system 140 includes aprocessor 152, memory 154, an input/output device such as a display 156,a communication interface 158, and a transceiver 160, among othercomponents. The user input system 140 may also be provided with astorage device, such as a microdrive or other device, to provideadditional storage. Each of the components 152, 154, 158, and 160, areinterconnected using various buses, and several of the components may bemounted on a common motherboard or in other manners as appropriate.

The processor 152 is configured to execute instructions within the userinput system 140, including instructions stored in the memory 154. Theprocessor may be implemented as a chipset of chips that include separateand multiple analog and digital processors. The processor may beconfigured to provide, for example, for coordination of the othercomponents of the user input system 140, such as control of userinterfaces, applications run by user input system 140, and wirelesscommunication by user input system 140.

The processor 152 may be configured to communicate with the user throughcontrol interface 164 and display interface 166 coupled to a display156. The display 156 may be, for example, a TFT LCD(Thin-Film-Transistor Liquid Crystal Display) or an OLED (Organic LightEmitting Diode) display, or other appropriate display technology. Thedisplay interface 156 may comprise appropriate circuitry and configuredfor driving the display 156 to present graphical and other informationto a user. The control interface 164 may receive commands from a userand convert them for submission to the processor 152. In addition, anexternal interface 168 may be provided in communication with processor152, so as to enable near area communication of user input system 140with other devices. External interface 168 may provide, for example, forwired communication in some implementations, or for wirelesscommunication in other implementations, and multiple interfaces may alsobe used.

The memory 154 stores information within the user input system 140. Thememory 154 can be implemented as one or more of a computer-readablemedium or media, a volatile memory unit or units, or a non-volatilememory unit or units. Expansion memory may also be provided andconnected to user input system 140 through an expansion interface (notshown), which may include, for example, a SIMM (Single In Line MemoryModule) card interface. Such expansion memory may provide extra storagespace for user input system 140, or may also store applications or otherinformation therein. In some embodiments, expansion memory may includeinstructions to carry out or supplement the processes described above,and may include secure information also. For example, expansion memorymay be provided as a security module for user input system 140, and maybe programmed with instructions that permit secure use of user inputsystem 140. In addition, secure applications may be provided via theSIMM cards, along with additional information, such as placingidentifying information on the SIMM card in a non-hackable manner. Insome embodiments, the user may use the applications to execute processesdescribed with respect to the process flows described herein.Specifically, the application executes the process flows describedherein. It will be understood that the one or more applications storedin the system 130 and/or the user computing system 140 may interact withone another and may be configured to implement any one or more portionsof the various user interfaces and/or process flow described herein.

The memory 154 may include, for example, flash memory and/or NVRAMmemory. In one aspect, a computer program product is tangibly embodiedin an information carrier. The computer program product containsinstructions that, when executed, perform one or more methods, such asthose described herein. The information carrier is a computer- ormachine-readable medium, such as the memory 154, expansion memory,memory on processor 152, or a propagated signal that may be received,for example, over transceiver 160 or external interface 168.

In some embodiments, the user may use the user input system 140 totransmit and/or receive information or commands to and from the system130. In this regard, the system 130 may be configured to establish acommunication link with the user input system 140, whereby thecommunication link establishes a data channel (wired or wireless) tofacilitate the transfer of data between the user input system 140 andthe system 130. In doing so, the system 130 may be configured to accessone or more aspects of the user input system 140, such as, a GPS device,an image capturing component (e.g., camera), a microphone, a speaker, orthe like.

The user input system 140 may communicate with the system 130 (and oneor more other devices) wirelessly through communication interface 158,which may include digital signal processing circuitry where necessary.Communication interface 158 may provide for communications under variousmodes or protocols, such as GSM voice calls, SMS, EMS, or MMS messaging,CDMA, TDMA, PDC, WCDMA, CDMA2000, or GPRS, among others. Suchcommunication may occur, for example, through radio-frequencytransceiver 160. In addition, short-range communication may occur, suchas using a Bluetooth, Wi-Fi, or other such transceiver (not shown). Inaddition, GPS (Global Positioning System) receiver module 170 mayprovide additional navigation—and location-related wireless data to userinput system 140, which may be used as appropriate by applicationsrunning thereon, and in some embodiments, one or more applicationsoperating on the system 130.

The user input system 140 may also communicate audibly using audio codec162, which may receive spoken information from a user and convert it tousable digital information. Audio codec 162 may likewise generateaudible sound for a user, such as through a speaker, e.g., in a handsetof user input system 140. Such sound may include sound from voicetelephone calls, may include recorded sound (e.g., voice messages, musicfiles, etc.) and may also include sound generated by one or moreapplications operating on the user input system 140, and in someembodiments, one or more applications operating on the system 130.

Various implementations of the systems and techniques described here canbe realized in digital electronic circuitry, integrated circuitry,specially designed ASICs (application specific integrated circuits),computer hardware, firmware, software, and/or combinations thereof.These various implementations can include implementation in one or morecomputer programs that are executable and/or interpretable on aprogrammable system including at least one programmable processor, whichmay be special or general purpose, coupled to receive data andinstructions from, and to transmit data and instructions to, a storagesystem, at least one input device, and at least one output device.

These computer programs (also known as programs, software, softwareapplications or code) include machine instructions for a programmableprocessor, and can be implemented in a high-level procedural and/orobject-oriented programming language, and/or in assembly/machinelanguage. As used herein, the terms “machine-readable medium”“computer-readable medium” refers to any computer program product,apparatus and/or device (e.g., magnetic discs, optical disks, memory,Programmable Logic Devices (PLDs)) used to provide machine instructionsand/or data to a programmable processor, including a machine-readablemedium that receives machine instructions as a machine-readable signal.The term “machine-readable signal” refers to any signal used to providemachine instructions and/or data to a programmable processor.

To provide for interaction with a user, the systems and techniquesdescribed here can be implemented on a computer having a display device(e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor)for displaying information to the user and a keyboard and a pointingdevice (e.g., a mouse or a trackball) by which the user can provideinput to the computer. Other kinds of devices can be used to provide forinteraction with a user as well; for example, feedback provided to theuser can be any form of sensory feedback (e.g., visual feedback,auditory feedback, or tactile feedback); and input from the user can bereceived in any form, including acoustic, speech, or tactile input.

The systems and techniques described here can be implemented in acomputing system that includes a back end component (e.g., as a dataserver), or that includes a middleware component (e.g., an applicationserver), or that includes a front end component (e.g., a client computerhaving a graphical user interface or a Web browser through which a usercan interact with an implementation of the systems and techniquesdescribed here), or any combination of such back end, middleware, orfront end components. The components of the system can be interconnectedby any form or medium of digital data communication (e.g., acommunication network). Examples of communication networks include alocal area network (“LAN”), a wide area network (“WAN”), and theInternet.

The computing system can include clients and servers. A client andserver are generally remote from each other and typically interactthrough a communication network. The relationship of client and serverarises by virtue of computer programs running on the respectivecomputers and having a client-server relationship to each other.

It will be understood that the embodiment of the system environmentillustrated in FIG. 1 is exemplary and that other embodiments may vary.As another example, in some embodiments, the system 130 includes more,less, or different components. As another example, in some embodiments,some or all of the portions of the system environment 100 may becombined into a single portion. Likewise, in some embodiments, some orall of the portions of the system 130 may be separated into two or moredistinct portions.

Resource distribution entities have embraced a number of newtechnological solutions to enable consumers to communicate with them toexecute transfer of resources. In this regard, entities have establisheda number of communication channels such as video, real-time messaging,chatbots, artificial intelligence (AI), and/or the like to enable usersto communicate with the entities. To initiate a transfer of resourceswith an entity, the user must typically access a representative of theentity via a communication channel. In many situations, the user istypically handed over between multiple communication channels before thetransfer of resources is executed. Some communication channels may havededicated representatives who are capable of executing the transfer ofresources. Some communication channels have automated response systemsthat are capable of executing the transfer of resources. However, eachtime the user is handed over, the representative associated with thecommunication channel may have to be provided with the informationassociated with the transfer of resources to be effectively executed.This process of handing off communication and transferring all theinformation associated with the transfer of resources causes a delay inthe execution of the transfer of resources. The present inventionprovides the functional benefit of implementing an automated deeplearning and machine learning based system to generate concise andaccurate summaries of the information associated with the transfer ofresources to be communicated between communication channels. In doingso, the present invention enables efficient processing of the resourcetransfer even when the user is handed off between various communicationchannels.

FIG. 2 illustrates a process flow for information transfer betweencommunication channels 200, in accordance with an embodiment of theinvention. As shown in block 202, the process flow includeselectronically receiving, via a first communication channel associatedwith an entity, information associated with a transfer of resources froma user at a first time. In some embodiments, the system may beconfigured to electronically receive, via the first communicationchannel, the information associated with the transfer of resources. Asdescribed herein, the transfer of resources may be associated with theexecution of a transaction. In one aspect, a user may initiate acommunication with the entity via the first communication channel toinitiate the execution of a transaction. In another aspect, a user mayinitiate a communication with the entity via the first communicationchannel to continue the execution of a transaction that has already beeninitiated. In this regard, the transaction may have been pending andrequires additional information from the user to continue execution. Insome embodiments, a user may initiate a communication with the entityvia the first communication channel to re-initiate the execution of atransaction that was denied.

In some embodiments, the information associated with the transfer ofresources may be received in a text format. In some other embodiments,the information associated with the transfer of resources may bereceived in a speech format. In response, the system may be configuredto initiate one or more speech recognition algorithms on the informationassociated with the transfer of resources. In response, the system maybe configured to generate, using the one or more speech recognitionalgorithms, the transcript of the information associated with thetransfer of resources from the speech format.

Next, as shown in block 204, the process flow includes initiating one ormore machine learning algorithms at on the information associated withthe transfer of resources at the first time. In some embodiments, thesystem may be configured to implement any of the following applicablemachine learning algorithms either singly or in combination: supervisedlearning (e.g., using logistic regression, using back propagation neuralnetworks, using random forests, decision trees, etc.), unsupervisedlearning (e.g., using an Apriori algorithm, using K-means clustering),semi-supervised learning, reinforcement learning (e.g., using aQ-learning algorithm, using temporal difference learning), and any othersuitable learning style. Each module of the plurality can implement anyone or more of: a regression algorithm (e.g., ordinary least squares,logistic regression, stepwise regression, multivariate adaptiveregression splines, locally estimated scatterplot smoothing, etc.), aninstance-based method (e.g., k-nearest neighbor, learning vectorquantization, self-organizing map, etc.), a regularization method (e.g.,ridge regression, least absolute shrinkage and selection operator,elastic net, etc.), a decision tree learning method (e.g.,classification and regression tree, iterative dichotomiser 3, C4.5,chi-squared automatic interaction detection, decision stump, randomforest, multivariate adaptive regression splines, gradient boostingmachines, etc.), a Bayesian method (e.g., naïve Bayes, averagedone-dependence estimators, Bayesian belief network, etc.), a kernelmethod (e.g., a support vector machine, a radial basis function, alinear discriminate analysis, etc.), a clustering method (e.g., k-meansclustering, expectation maximization, etc.), an associated rule learningalgorithm (e.g., an Apriori algorithm, an Eclat algorithm, etc.), anartificial neural network model (e.g., a Perceptron method, aback-propagation method, a Hopfield network method, a self-organizingmap method, a learning vector quantization method, etc.), a deeplearning algorithm (e.g., a restricted Boltzmann machine, a deep beliefnetwork method, a convolution network method, a stacked auto-encodermethod, etc.), a dimensionality reduction method (e.g., principalcomponent analysis, partial least squares regression, Sammon mapping,multidimensional scaling, projection pursuit, etc.), an ensemble method(e.g., boosting, bootstrapped aggregation, AdaBoost, stackedgeneralization, gradient boosting machine method, random forest method,etc.), and any suitable form of machine learning algorithm. Eachprocessing portion of the system 100 can additionally or alternativelyleverage: a probabilistic module, heuristic module, deterministicmodule, or any other suitable module leveraging any other suitablecomputation method, machine learning method or combination thereof.However, any suitable machine learning approach can otherwise beincorporated in the system 100. Further, any suitable model (e.g.,machine learning, non-machine learning, etc.) can be used in generatingdata relevant to the system 130.

Next, as shown in block 206, the process flow includes generating, usingthe one or more machine learning algorithms, a summary of theinformation associated with the transfer of resources. In someembodiments, the summary of the information associated with the transferof resources may be generated based on abstractive summarization.Abstractive approach involves understanding the intent and context ofthe transcript and generating the summary. In this regard, the systemmay be configured to retrieve, from an information repository associatedwith the user, transcripts of the information associated with pasttransfer of resources to generate a training dataset. In response, thesystem may be configured to assign a positive label to one or morekeyphrases in each of the transcripts. Then, the system may beconfigured to determine one or more features associated with the one ormore keyphrases. In one aspect, the one or more features may include,but is not limited to a length of the one or more keyphrases, afrequency of occurrence of the one or more keyphrases, and a number ofcharacters in the one or more keyphrases. Once the keyphrases and thefeatures are determined, the system may be configured to generate atraining dataset with the features and the positive labels.

In some embodiments, the system may be configured to initiate a trainingof the one or more machine learning algorithms with the trainingdataset. By way of training the machine learning algorithms, the systemmay be configured to determine a function. Once the function isdetermined, the system may be configured to initiate an implementationof the function on the transcript of the information associated with thetransfer of resources. In some embodiments, the system may be configuredto determine the one or more keyphrases based on at least theimplementation of the function on the transcript of the information. Inresponse, the system may be configured to generate the summary of thetranscript of the information using the one or more keyphrases. In someembodiments, the system may be configured to generate the summary basedon at least paraphrasing the keyphrases.

In some embodiments, the system may be configured to generate thesummary of the information associated with the transfer of resources inreal-time based on extraction summarization. In this regard, the systemmay be configured to parse the information for one or more keyphrasesthat are compatible with one or more extraction algorithms. In addition,the system may be configured to determine the one or more featuresassociated with the one or more keyphrases. Once the keyphrases and thefeatures are determined, the system may be configured to concatenate theone or more keyphrases based on at least the one or more features togenerate the summary of the information.

Next, as shown in block 208, the process flow includes electronicallyreceiving an indication that the user wishes to transfer to a secondcommunication channel. In some embodiments, the user may wish totransfer to the second communication channel because the firstcommunication channel is either unable to execute the transfer ofresources, ineligible to execute the transfer of resources, does nothave the authorization level to execute the transfer of resources,and/or the like. In some embodiments, the system may be configured totransfer the execution of the transfer of resources to the secondcommunication channel automatically. In yet other embodiments, thesystem may be configured to transfer the execution of the transfer ofresources to the second communication channel based on one or moretrigger events associated with the first communication channel. In oneaspect, the one or more trigger events may include an inability of thefirst communication channel to execute the transfer of resources.

In response, the system may be configured to activate the secondcommunication channel, which has otherwise remained dormant. Onceactivated, the system may be configured to initiate a real-timecommunication hand-off from the first communication channel to thesecond communication channel. In some embodiments, initiating areal-time communication handoff may include transferring an ongoing datasession from one communication channel connected to the network toanother communication channel.

Next, as shown in block 210, the process flow includes initiating acommunication channel transfer protocol to transmit the summary of theinformation associated with the transfer of resources to the secondcommunication channel. In some embodiments, the system may be configuredto transmit the summary of the information associated with the transferof resources concurrently with the hand-off to the second communicationchannel. In some other embodiments, the system may be configured totransmit the summary of the information associated with the transfer ofresources to the second communication channel immediately prior thehand-off to the second communication channel. In some other embodiments,the system may be configured to transmit the summary of the informationassociated with the transfer of resources to the second communicationchannel immediately after the hand-off to the second communicationchannel.

By providing the summary of the information to the second communicationchannel in addition to the hand-off to the second communication channel,the present invention reduces the time required by the secondcommunication channel to process the transfer of resources for executionis reduced. Furthermore, with each communication channel hand-off, theamount of information (e.g., summary of the information associated withthe transfer of resources) transmitted is reduced, thereby reducing theoverall amount of resources used to execute the transfer of resources.

FIG. 3 illustrates a process flow for implementing a communicationchannel transfer protocol 300, in accordance with an embodiment of theinvention. As shown in block 302, the process flow includeselectronically receiving an indication that the user has initiated acommunication via the first communication channel to execute thetransfer of resources. Next, as shown in block 304, the process flowincludes determining that the second communication channel is capable ofexecuting the transfer of resources. In some embodiments, determiningwhether the second communication channel is capable of executing thetransfer of resources may include determining whether the secondcommunication channel has the capacity, as defined herein, to handle theprocess of executing the transfer of resources. In some otherembodiments, determining whether the second communication channel iscapable of executing the transfer of resources may include determiningwhether the second communication channel has the authentication levelrequired to execute the transfer of resources. In this regard, thesystem may be configured to determine whether the second communicationchannel meets the authentication level required to execute the transferof resources. If the second communication channel meets theauthentication level required to execute the transfer of resources, thesystem may be configured to authorize the execution of the transfer ofresources by the second communication level.

Next, as shown in block 306, the process flow includes initiating acommunication channel transfer protocol. In one aspect, thecommunication channel transfer protocol may be configured to initiate areal-time communication hand-off from the first communication channel tothe second communication channel. Next, as shown in block 308, theprocess flow includes transmitting the summary of the informationassociated with the transfer of resources to the second communicationchannel.

In some embodiments, the system may be configured to execute thetransfer of resources using one or more resolutions previously used toexecute one or more past transfer of resources. In this regard, thesystem may be configured to electronically retrieve informationassociated with one or more pending transfer of resources previouslyinitiated by the user with the entity that have not been executed. Insome embodiments, the system may be configured to determine that theinformation associated with the transfer of resources is associated withat least one of the one or more pending transfer of resources previouslyinitiated by the user. Accordingly, the system may be configured toretrieve, from a knowledge repository, one or more resolutionspreviously used execute one or more transfer of resources similar to theone or more pending transfer of resources. In response, the system maybe configured to apply at least one of the one or more resolutions toexecute the transfer of resources.

As will be appreciated by one of ordinary skill in the art in view ofthis disclosure, the present invention may include and/or be embodied asan apparatus (including, for example, a system, machine, device,computer program product, and/or the like), as a method (including, forexample, a business method, computer-implemented process, and/or thelike), or as any combination of the foregoing. Accordingly, embodimentsof the present invention may take the form of an entirely businessmethod embodiment, an entirely software embodiment (including firmware,resident software, micro-code, stored procedures in a database, or thelike), an entirely hardware embodiment, or an embodiment combiningbusiness method, software, and hardware aspects that may generally bereferred to herein as a “system.” Furthermore, embodiments of thepresent invention may take the form of a computer program product thatincludes a computer-readable storage medium having one or morecomputer-executable program code portions stored therein. As usedherein, a processor, which may include one or more processors, may be“configured to” perform a certain function in a variety of ways,including, for example, by having one or more general-purpose circuitsperform the function by executing one or more computer-executableprogram code portions embodied in a computer-readable medium, and/or byhaving one or more application-specific circuits perform the function.

It will be understood that any suitable computer-readable medium may beutilized. The computer-readable medium may include, but is not limitedto, a non-transitory computer-readable medium, such as a tangibleelectronic, magnetic, optical, electromagnetic, infrared, and/orsemiconductor system, device, and/or other apparatus. For example, insome embodiments, the non-transitory computer-readable medium includes atangible medium such as a portable computer diskette, a hard disk, arandom access memory (RAM), a read-only memory (ROM), an erasableprogrammable read-only memory (EPROM or Flash memory), a compact discread-only memory (CD-ROM), and/or some other tangible optical and/ormagnetic storage device. In other embodiments of the present invention,however, the computer-readable medium may be transitory, such as, forexample, a propagation signal including computer-executable program codeportions embodied therein.

One or more computer-executable program code portions for carrying outoperations of the present invention may include object-oriented,scripted, and/or unscripted programming languages, such as, for example,Java, Perl, Smalltalk, C++, SAS, SQL, Python, Objective C, JavaScript,and/or the like. In some embodiments, the one or morecomputer-executable program code portions for carrying out operations ofembodiments of the present invention are written in conventionalprocedural programming languages, such as the “C” programming languagesand/or similar programming languages. The computer program code mayalternatively or additionally be written in one or more multi-paradigmprogramming languages, such as, for example, F#.

Some embodiments of the present invention are described herein withreference to flowchart illustrations and/or block diagrams of apparatusand/or methods. It will be understood that each block included in theflowchart illustrations and/or block diagrams, and/or combinations ofblocks included in the flowchart illustrations and/or block diagrams,may be implemented by one or more computer-executable program codeportions. These one or more computer-executable program code portionsmay be provided to a processor of a general purpose computer, specialpurpose computer, and/or some other programmable data processingapparatus in order to produce a particular machine, such that the one ormore computer-executable program code portions, which execute via theprocessor of the computer and/or other programmable data processingapparatus, create mechanisms for implementing the steps and/or functionsrepresented by the flowchart(s) and/or block diagram block(s).

The one or more computer-executable program code portions may be storedin a transitory and/or non-transitory computer-readable medium (e.g. amemory) that can direct, instruct, and/or cause a computer and/or otherprogrammable data processing apparatus to function in a particularmanner, such that the computer-executable program code portions storedin the computer-readable medium produce an article of manufactureincluding instruction mechanisms which implement the steps and/orfunctions specified in the flowchart(s) and/or block diagram block(s).

The one or more computer-executable program code portions may also beloaded onto a computer and/or other programmable data processingapparatus to cause a series of operational steps to be performed on thecomputer and/or other programmable apparatus. In some embodiments, thisproduces a computer-implemented process such that the one or morecomputer-executable program code portions which execute on the computerand/or other programmable apparatus provide operational steps toimplement the steps specified in the flowchart(s) and/or the functionsspecified in the block diagram block(s). Alternatively,computer-implemented steps may be combined with, and/or replaced with,operator- and/or human-implemented steps in order to carry out anembodiment of the present invention.

Although many embodiments of the present invention have just beendescribed above, the present invention may be embodied in many differentforms and should not be construed as limited to the embodiments setforth herein; rather, these embodiments are provided so that thisdisclosure will satisfy applicable legal requirements. Also, it will beunderstood that, where possible, any of the advantages, features,functions, devices, and/or operational aspects of any of the embodimentsof the present invention described and/or contemplated herein may beincluded in any of the other embodiments of the present inventiondescribed and/or contemplated herein, and/or vice versa. In addition,where possible, any terms expressed in the singular form herein aremeant to also include the plural form and/or vice versa, unlessexplicitly stated otherwise. Accordingly, the terms “a” and/or “an”shall mean “one or more,” even though the phrase “one or more” is alsoused herein. Like numbers refer to like elements throughout.

While certain exemplary embodiments have been described and shown in theaccompanying drawings, it is to be understood that such embodiments aremerely illustrative of and not restrictive on the broad invention, andthat this invention not be limited to the specific constructions andarrangements shown and described, since various other changes,combinations, omissions, modifications and substitutions, in addition tothose set forth in the above paragraphs, are possible. Those skilled inthe art will appreciate that various adaptations, modifications, andcombinations of the just described embodiments can be configured withoutdeparting from the scope and spirit of the invention. Therefore, it isto be understood that, within the scope of the appended claims, theinvention may be practiced other than as specifically described herein.

What is claimed is:
 1. A system for information transfer betweencommunication channels, the system comprising: at least onenon-transitory storage device; and at least one processing devicecoupled to the at least one non-transitory storage device, wherein theat least one processing device is configured to: electronically receive,via a first communication channel associated with an entity, informationassociated with a transfer of resources from a user at a first time;initiate one or more machine learning algorithms on the informationassociated with the transfer of resources at the first time; generate,using the one or more machine learning algorithms, a summary of theinformation associated with the transfer of resources; electronicallyreceive an indication that the user wishes to transfer to a secondcommunication channel; electronically retrieve information associatedwith one or more pending transfer of resources previously initiated bythe user with the entity that have not been executed; determine that theinformation associated with the transfer of resources is associated withat least one of the one or more pending transfer of resources previouslyinitiated by the user; retrieve, from a knowledge repository, one ormore resolutions previously used to execute one or more transfer ofresources similar to the one or more pending transfer of resources;apply at least one of the one or more resolutions to execute thetransfer of resources; and initiate a communication channel transferprotocol to transmit the summary of the information associated with thetransfer of resources to the second communication channel.
 2. The systemof claim 1, wherein the at least one processing device is furtherconfigured to: electronically receive, via the first communicationchannel, the information associated with the transfer of resources; andgenerate a transcript of the information associated with the transfer ofresources.
 3. The system of claim 2, wherein the at least one processingdevice is further configured to: electronically receive, via the firstcommunication channel, the information associated with the transfer ofresources in a speech format; initiate one or more speech recognitionalgorithms on the information associated with the transfer of resources;and generate, using the one or more speech recognition algorithms, thetranscript of the information associated with the transfer of resourcesfrom the speech format.
 4. The system of claim 3, wherein the at leastone processing device is further configured to generate the summary ofthe information associated with the transfer of resources in real-time,wherein generating further comprises: parsing the information for one ormore keyphrases, wherein the one or more keyphrases are compatible withone or more extraction algorithms; determine one or more featuresassociated with the one or more keyphrases, wherein the one or morefeatures comprises at least a length of the one or more keyphrases, afrequency of occurrence of the one or more keyphrases, and a number ofcharacters in the one or more keyphrases; and concatenate the one ormore keyphrases based on at least the one or more features to generatethe summary of the information.
 5. The system of claim 4, wherein the atleast one processing device is further configured to generate thesummary of the information associated with the transfer of resources inreal-time, wherein generating further comprises: retrieving, from aninformation repository associated with the user, transcripts ofinformation associated with past transfer of resources; assign apositive label to one or more keyphrases in each of the transcripts;determine the one or more features associated with the one or morekeyphrases; and generate a training dataset with the one or morefeatures and the positive labels.
 6. The system of claim 5, wherein theat least one processing device is further configured to: initiate atraining of the one or more machine learning algorithms with thetraining dataset; and determine a function based on at least trainingthe one or more machine learning algorithms with the training dataset.7. The system of claim 6, wherein the at least one processing device isfurther configured to: initiate an implementation of the function on thetranscript of the information associated with the transfer of resources;determine the one or more keyphrases based on at least theimplementation of the function on the transcript of the information; andgenerate the summary of the transcript of the information using the oneor more keyphrases, wherein generating further comprises paraphrasingthe keyphrases.
 8. The system of claim 1, wherein the at least oneprocessing device is further configured to: electronically receive anindication that the user has initiated a communication via the firstcommunication channel to execute the transfer of resources; determinethat the first communication channel is unable to execute the transferof resources; determine that the second communication channel is capableof executing the transfer of resources; initiate a communication channeltransfer protocol, wherein initiating further comprises initiating areal-time communication hand-off from the first communication channel tothe second communication channel based on at least determining that thesecond communication channel is capable of executing the transfer ofresources; and transmit the summary of the information associated withthe transfer of resources to the second communication channel.
 9. Thesystem of claim 1, wherein the communication channel transfer protocolis further configured to: activate the second communication channel; andinitiate a real-time communication hand-off from the first communicationchannel to the second communication channel, wherein initiating furthercomprises transmitting the summary of the information associated withthe transfer of resources to the second communication channel.
 10. Acomputer program product for information transfer between communicationchannels, the computer program product comprising a non-transitorycomputer-readable medium comprising code causing a first apparatus to:electronically receive, via a first communication channel associatedwith an entity, information associated with a transfer of resources froma user at a first time; initiate one or more machine learning algorithmson the information associated with the transfer of resources at thefirst time; generate, using the one or more machine learning algorithms,a summary of the information associated with the transfer of resources;electronically receive an indication that the user wishes to transfer toa second communication channel; electronically retrieve informationassociated with one or more pending transfer of resources previouslyinitiated by the user with the entity that have not been executed;determine that the information associated with the transfer of resourcesis associated with at least one of the one or more pending transfer ofresources previously initiated by the user; retrieve, from a knowledgerepository, one or more resolutions previously used to execute one ormore transfer of resources similar to the one or more pending transferof resources; apply at least one of the one or more resolutions toexecute the transfer of resources; and initiate a communication channeltransfer protocol to transmit the summary of the information associatedwith the transfer of resources to the second communication channel. 11.The computer program product of claim 10, wherein the first apparatus isfurther configured to: electronically receive, via the firstcommunication channel, the information associated with the transfer ofresources; and generate a transcript of the information associated withthe transfer of resources.
 12. The computer program product of claim 11,wherein the first apparatus is further configured to: electronicallyreceive, via the first communication channel, the information associatedwith the transfer of resources in a speech format; initiate one or morespeech recognition algorithms on the information associated with thetransfer of resources; and generate, using the one or more speechrecognition algorithms, the transcript of the information associatedwith the transfer of resources from the speech format.
 13. The computerprogram product of claim 12, wherein the first apparatus is furtherconfigured to generate the summary of the information associated withthe transfer of resources in real-time, wherein generating furthercomprises: parsing the information for one or more keyphrases, whereinthe one or more keyphrases are compatible with one or more extractionalgorithms; determine one or more features associated with the one ormore keyphrases, wherein the one or more features comprises at least alength of the one or more keyphrases, a frequency of occurrence of theone or more keyphrases, and a number of characters in the one or morekeyphrases; and concatenate the one or more keyphrases based on at leastthe one or more features to generate the summary of the information. 14.The computer program product of claim 13, wherein the first apparatus isfurther configured to generate the summary of the information associatedwith the transfer of resources in real-time, wherein generating furthercomprises: retrieving, from an information repository associated withthe user, transcripts of information associated with past transfer ofresources; assign a positive label to one or more keyphrases in each ofthe transcripts; determine the one or more features associated with theone or more keyphrases; and generate a training dataset with the one ormore features and the positive labels.
 15. The computer program productof claim 14, wherein the first apparatus is further configured to:initiate a training of the one or more machine learning algorithms withthe training dataset; and determine a function based on at leasttraining the one or more machine learning algorithms with the trainingdataset.
 16. The computer program product of claim 15, wherein the firstapparatus is further configured to: initiate an implementation of thefunction on the transcript of the information associated with thetransfer of resources; determine the one or more keyphrases based on atleast the implementation of the function on the transcript of theinformation; and generate the summary of the transcript of theinformation using the one or more keyphrases, wherein generating furthercomprises paraphrasing the keyphrases.
 17. The computer program productof claim 10, wherein the first apparatus is further configured to:electronically receive an indication that the user has initiated acommunication via the first communication channel to execute thetransfer of resources; determine that the first communication channel isunable to execute the transfer of resources; determine that the secondcommunication channel is capable of executing the transfer of resources;initiate a communication channel transfer protocol, wherein initiatingfurther comprises initiating a real-time communication hand-off from thefirst communication channel to the second communication channel based onat least determining that the second communication channel is capable ofexecuting the transfer of resources; and transmit the summary of theinformation associated with the transfer of resources to the secondcommunication channel.
 18. A method for information transfer betweencommunication channels, the method comprising: electronically receiving,via a first communication channel associated with an entity, informationassociated with a transfer of resources from a user at a first time;initiating one or more machine learning algorithms on the informationassociated with the transfer of resources at the first time; generating,using the one or more machine learning algorithms, a summary of theinformation associated with the transfer of resources; electronicallyreceiving an indication that the user wishes to transfer to a secondcommunication channel; electronically retrieving information associatedwith one or more pending transfer of resources previously initiated bythe user with the entity that have not been executed; determining thatthe information associated with the transfer of resources is associatedwith at least one of the one or more pending transfer of resourcespreviously initiated by the user; retrieving, from a knowledgerepository, one or more resolutions previously used to execute one ormore transfer of resources similar to the one or more pending transferof resources; applying at least one of the one or more resolutions toexecute the transfer of resources; and initiating a communicationchannel transfer protocol to transmit the summary of the informationassociated with the transfer of resources to the second communicationchannel.
 19. The method of claim 18 further comprising: electronicallyreceiving, via the first communication channel, the informationassociated with the transfer of resources; and generating a transcriptof the information associated with the transfer of resources.
 20. Themethod of claim 19 further comprising: electronically receiving, via thefirst communication channel, the information associated with thetransfer of resources in a speech format; initiating one or more speechrecognition algorithms on the information associated with the transferof resources; and generating, using the one or more speech recognitionalgorithms, the transcript of the information associated with thetransfer of resources from the speech format.